I’m a happy customer. In response to your request, I want to provide constructive feedback.
After-Sales Support has an image issue. I don’t think the service is necessarily not good, just has a perceived response issue.
Example: This belt issue that is running rampant. Is it running rampant? Probably not to the degree we think based on how much we hear about it. How do you fix it? Better support documentation and better AI tools (yes, you’re using them and thats ok). If a report (ticket, phone call, chat, smoke signal) is recieved for a S1 not working, for now, the first response should be to isolate if it is a belt issue. Not hard to isolate quickly and the customer feels heard and knows you’re shipping a belt to them. This should be one call support response. Still got a problem, but you’re actually making the customer feel like they are your priority. Every ticket should be followed up on by an individual (or better AI).
The individual following up on the ticket should have the latest and greatest information on all possible issues. This is when superior support documentation is imperative. The more you know, the better your support.
Share support information. This online community is awesome in the way it supports one another. Why not take advantage of it? The WIKI is good, but its -10 the wind howling, the snow is piling, the significant other is unhappy, Yarbo is not doing Yarbo things, and I’m less than patient. Bounce on the forum post a question, couple minutes later I got an answer or at least a suggestion (we’re not all R&D engineers). It might be a link to the WIKI (and I might be considered lazy), but I’m moving forward. Next time help is requested I post a link for someone.
Lastly - upgrade the responses, they feel automated and repetitive. And yet, I appreciate the effort.